SMU Assistant Professor of Marketing (Practice) and Institute of Service Excellence at SMU (ISES) Academic Director Marcus Lee, the lead researcher of the Customer Satisfaction Index of Singapore (CSISG), raised the urgency for Singaporean customers to take ownership of their own satisfaction, and for companies to place more emphasis on “corporate values,” at the release of this quarter’s CSISG findings for the Tourism and Food & Beverage sectors. He said that customers should be able to communicate their dissatisfaction in a constructive manner directly to the companies they patronise if they want the Singapore service experience to make a quantum leap forward.
Link:
https://www.smu.edu.sg/sites/default/files/smu/news_room/smu_in_the_news/2015/De...
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